How do I reopen an existing support case?

[Windows 11]

I've been dealing with MS Support today (and many days in the past few weeks) to deal with a persistent networking problem on a new Win 11 PC. This morning a MS support person said that to solve my issue he was going to refresh my Windows. When I got back to my PC after he was done, I was horrified to see that although the support person had promised this clean version of Windows would solve my problem, 1. It was not solved and was worse than before and most importantly, 2, all my software and various desktop and task bar configurations were gone. So I called Support back, told my problem to a

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